Return & Refund Policy

Thank you for shopping with us. We want you to be completely satisfied with your purchase. This Return & Refund Policy applies to all purchases made through our online store within South Africa and is formulated in compliance with the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. 30-Day Money-Back Guarantee

We offer a 30-Day Money-Back Guarantee on our products.

If you are not satisfied with your purchase for any reason, you have 30 calendar days from the date of delivery to request a return and full refund (excluding return shipping fees, unless the item is defective).

To be eligible for a return under our 30-Day Guarantee:

  • The item must be requested for return within 30 days of receipt.
  • The product must be in its original packaging, unused/unopened (or used within reasonable trial expectations where applicable), and in a resalable condition.
  • Proof of purchase (order number or invoice) must be provided.

2. Statutory Rights (South African Law)

In addition to our 30-day guarantee, your purchase is backed by South African consumer law:

  • Cooling-Off Period (ECTA Section 44): Under the ECTA, you are legally entitled to cancel any online transaction within 7 days of delivery without reason or penalty. You will receive a full refund, provided you return the goods at your own expense.
  • Defective or Damaged Goods (CPA Section 56): If a product is defective, damaged upon arrival, or not as advertised, you are entitled to a replacement, or full refund within 14 days of delivery. In the case of defective goods, we will cover the return courier costs.

3. Excluded & Non-Returnable Items

For health, safety, and hygiene reasons (in accordance with Section 42 of the ECTA), the following items cannot be returned unless they arrive defective or sealed packaging remains unbroken:

  • Opened or used personal care products (including unsealed hair care, oils, and cosmetics) where hygiene seals have been broken.
  • Gift cards or promotional vouchers.
  • Sale items explicitly marked as "Final Sale" (statutory defect warranties still apply).

4. How to Initiate a Return

  1. Submit a Request: Email our support team at [orders@vayela.co.za] with your order number, details of the item(s) you wish to return, and the reason for the return.
  2. Return Approval: Once approved, we will provide you with a Return Merchandise Authorization (RMA) and the delivery instructions for our return address.
  3. Dispatching the Parcel: Package the item securely. We recommend using a traceable courier service (e.g., Courier Guy, RAM, Aramex) as we cannot be held responsible for items lost in transit.

5. Exchanges

Prefer a swap? We'll help, subject to stock. If the replacement costs more, you pay the difference; if less, we refund the difference.

6. Return Shipping Fees

  • Standard 30-Day Returns / Change of Mind: The customer is responsible for paying all return courier fees.
  • Defective, Damaged, or Incorrect Items: We will arrange and cover the cost of a door-to-door courier collection at no charge to you.

7. Refunds Process & Timeline

  • Once your return is received and inspected at our warehouse, we will notify you via email regarding the approval or rejection of your refund.
  • Approved Refunds: Refunds are processed back to your original payment method (EFT, PayFast, Yoco, Ozow, Credit Card, etc.) within 7 to 14 business days.

8. Contact Us

If you have any questions about our return policy or need assistance with a return, please contact:

  • Email: orders@vayela.co.za
  • Phone / WhatsApp: [insert phone number]
  • Customer Support: 24/7